You Know Who Really Hates AI? Insurance Claims Adjusters

Insurance claims adjusters are signaling strong resistance to AI because poorly implemented tools are creating more rework, hallucinations, misrouted claims, and customer-facing errors than efficiency gains. For CIOs and technology leaders, the key business lesson is that AI adoption without strong validation, workflow fit, and human oversight can increase operational risk, damage trust, and accelerate workforce frustration—especially in high-stakes functions like claims handling. IT organizations should view this as a governance and change-management issue as much as a technology one: successful deployment will require tight controls, clear escalation paths, and careful selection of low-risk use cases rather than broad automation mandates.